Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers

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Walmart #: 471237744
Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers
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Trade Cloth, John Wiley & Sons, 2002, ISBN# 0471237744

About this item

In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opportunity to maximize the customer experience and establish a bond that will never be broken.

Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point.

This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector.

A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results.

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Contributed by: Schmitt, Bernd H.
Publisher: Wiley & Sons, Incorporated, John
Publish Date: Feb 17, 2003
ISBN-13: 9780471237747
ISBN-10: 0471237744
Format: Hardcover
Number of Pages: 256
Written in: ENG
Shipping Weight (in pounds): 1.14
Product in Inches (L x W x H): 9.1 x 6.5 x 0.8
Walmart No.: 471237744
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